Technology Analyst - Solutions & Support (APAC)
HybridWindsor, Ontario, Canada or Windsor, Victoria, Australia
Job Summary
Investigate and resolve Level 2 platform issues, configure media types and customer environments, and support integrations and implementation activities. Monitor campaign delivery, perform scheduling and quality assurance, and conduct daily health checks to resolve delivery issues before they impact customers. Manage Helpdesk escalations, communicate clearly with customers throughout resolution, and capture feedback to share insights with Product. Partner with offshore support teams, Product, Engineering, and Customer Success to drive resolutions and maintain internal documentation. This role offers a competitive salary and extensive professional development opportunities within a fast-growing Retail Media technology company. Join a collaborative team in Melbourne, VIC, working in a hybrid environment with flexible arrangements.
Required Qualifications
- 1 - 3 years' experience in SaaS, platform support, technical support, or solution delivery
- Experience configuring and implementing software platforms
- Strong troubleshooting and analytical problem-solving skills
- Excellent written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong attention to detail
- A proactive mindset with a passion for improving customer outcomes
- Comfortable working collaboratively across technical and customer-facing teams
Desired Qualifications
- Experience supporting Retail Media, AdTech, MarTech, or eCommerce platforms
- Knowledge of HubSpot, Jira, Confluence, or similar platforms
- Understanding of Agile methodologies and/or ITIL practices
- Experience working with offshore or distributed support teams
- Experience working directly with enterprise customers
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